randy C.
The poor (slow) communication is frustrating
The poor communication is frustrating. I placed my first order with Horizon Hobby last weekend and didn't realize that the plane and transmitter were on backorder. I ask if I could switch the plane that was on backorder with one that was in-stock and apparently they can only reply to one email a day. It has been painfully slow getting answers from them. I'm just getting back into this hobby with my sons and apparently I need to find a better option to get our supplies from.
Response from Horizon HobbySep 3, 2026
Hi Randy, We're sorry to see your communication with us via email did not progress as fast as you wanted and we agree with you that it should not take a day to get a response. Reviewing your case, this would have been quicker through Live Chat with an Agent and they would have been able to provide all necessary information within one real-time conversation. Once an order has been placed and payment submitted, we are unable to add/substitute items without creating a new order. In your case, since you were applying a one-time discount code, the original order could be cancelled and re-submitted, adding the additional item(s) in order to use the discount for all items. We hope this helps and if you need any assistance, please don't hesitate to reach out to our Agents on Live Chat Mo-Fri 9am-6pm Central Time Sincerely,